Complaints

This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
• 

  Ancestry.com

  24 Mercer Street Toronto, ON M5V 1H3

• 

  Ancestry

  153 Townsend St. San Francisco, CA 94107

• 

  Ancestry, Inc.

  7349 Van Buren Ave Hammond, IN 46324-2547

• 

  Ancestry, Inc.

  7349 Van Buren Ave Hammond, IN 46324-2547

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ancestry offers a free trial month to review hints & such then will charge $39.99 per month to continue using this service. Prior to the month end, I wanted to cancel as I could not afford the monthly charges, and discovered that they will now charge you to KEEP the hints & services you utilized during the 30 day trial. I think this is misleading as I do not believe this was explained when I accepted the trial period. I felt that if I continued the service, I could no longer review hints & continue to search further. It was not explained that I would lose all of the hints and such that I had found in that month unless I paid them $5/mo at the end of that 30 day trial. I did understand that I couldn't review any additional hints, but to lose all the work and research I had put in does not seem acceptable. At least it should be stressed and explained up front that if you do not continue with the program, you will be charged $5/mo or you will lose all the research you found during the trial. I feel like this was false advertising as I would not have taken the 30 day trial, or would have done thing differently. I feel I should have known this up front.

  

  Business Response

  Date: 06/17/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 17, 2025
  
  RE: **** ******* -- 23464223
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Ms. *******’s complaint to us. At Ancestry, we are committed to
  providing excellent customer service and hold our customers’ satisfaction in
  the highest regard. 
  
  Individuals
  who initiate a trial of our website are not obligated to continue with a
  subscription service and are able to cancel at any time within that trial
  period. Details regarding the auto-renewing nature of the subscription is
  provided online as well as within the order confirmation email provided to the
  customer.
  
  Subscribing
  members and are able to search for and view records within our collections and access,
  review, and save hints to their trees. However, without a paid subscription,
  individuals are unable to access the records within our record collections. They
  are still able to access the individuals they have added to their trees as well
  as the facts that have been added for them and any photos that the member
  uploaded. For more information about what can be accessed without a paid
  membership, the following help articles may be reviewed:
  
  ***************************************************************************
  
  If a member decides
  to cancel their subscription, they are offered the option of a $5 per month “Preserve
  My Tree” subscription during the cancellation flow. Preserve My Tree is a
  low-priced monthly membership that provides access to Ancestry records attached
  to trees that they own but does not provide the ability to access new records
  within our collections if they are not already attached to their tree. The
  member is not obligated to choose this option and may continue through the steps
  to cancel their subscription.
  
  In light of
  the fact that Ms. ******* does not wish to continue with the subscription
  charges, we have cancelled her subscription as of June 19, 2025. The
  confirmation number for this transaction is *********.
  
  We always
  appreciate any opportunity to assist our members in discovering, preserving,
  and sharing their family history. If at any time in the future she becomes
  interested in researching or saving her family history, she may continue to use
  the free services found on Ancestry even now after her subscription has
  ended. 
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

  Customer Answer

  Date: 06/21/2025

  
  
  Complaint: 23464223
  
  
  
  I am rejecting this response because: I still want to access the details I saved.  I appreciate the cancelation of the subscription service but I did select the$5/mo service to continue accessing the hints I accepted.  I want to make site,  even if I have to pay,  that they are accessible. 

  I truly appreciate being able to research our family history but don't want my efforts to go to waste.  Iwould appreciate it if you would verify that this is still in place.  Thank you. 

  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 06/25/2025

  Title: *****, Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 25, 2025
  
  RE: **** ******* – 23464223
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Ms. *******’s response to us.
  
  We regret if
  Ms. *******’s original complaint was misunderstood. Because her complaint
  stated that she was “required” to continue paying for access to the records
  available on Ancestry, we provided information that individuals were not
  required to continue to use the service. As such, we cancelled the subscription
  she had initiated.
  
  Unfortunately,
  the “Preserve My Tree” subscription is only available during the subscription cancellation
  flow. Therefore, we have initiated another free month of World Explorer
  Membership to her account starting today, June 25th, and ending July
  24, 2025. If she is interested in initiating a Preserve My Tree subscription,
  she may go through the cancellation flow to choose that option once again.
  However, we wish to make her aware that pricing for this service is now $10 per
  month.
  
  As an
  alternative option, Ms. ******* may wish to download any documents she wishes
  to retain access to by following the instructions in the help article below:
  
  *************************************************************************************
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i do not recall ordering anything from ancestery. they charged me from 11/24 to present. every month since. $9.99 month. 8 months at $9.99 month. i know nothing about this charge. $79.92

  

  Business Response

  Date: 06/17/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 17, 2025
  
  RE: ****** ***** -- 23455080
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Mr. *****’ complaint to us. At Ancestry and Archives, we are
  committed to providing excellent customer service and hold our customers’
  satisfaction in the highest regard. 
  
  Our records
  show that Mr. ***** initiated a 7-day free trial of the Archives website on
  December 2, 2024. Because the trial was not cancelled, it rolled into a paid
  membership on December 9, 2025. However, we are unable to locate charges from
  November and are only able to locate 7 charges in total on the 9th of each month from December through June.
  
  As a
  courtesy to him, we have made an exception to our refund policy and have issued
  7 refunds in the amount of $9.99 each back to the account that was originally
  billed. The confirmation number for this transaction is *********. The access
  to the databases associated with this membership has been terminated effective
  immediately, and Mr. ***** will have no future billing from Archives™. Please
  note that it can take between 3-5 business days for these funds to become
  available within their financial institution, depending on their refund
  policies and procedures.
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

  Customer Answer

  Date: 06/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23455080, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a membership in 11/25/24. I immediately canceled my membership.
  
  They started charging me in May for a renewal in June 2025. Not sure how this happened.
  
  I have sent a couple of emails to try to make sure I'm canceled. So far have not received a response.
  
  They can keep my money from last month but I want everything canceled and them not to start anything else up.

  

  Business Response

  Date: 06/17/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 17, 2025
  
  RE: ******
  ********* – 23446904
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms.
  *********’s complaint to us. At Ancestry, we are committed to providing
  excellent customer service and hold our customers’ satisfaction in the highest
  regard. 
  
  We apologize for any frustration this situation may have
  caused. Based on the information provided to us, we cannot locate the charges
  in question with Ancestry. We have also attempted to locate the order number
  referenced without success. Because of this, we would ask that she please
  contact us at ****************************** with any of the following
  information:
  
  Order Number or Cancel Confirmation number
  Full Name on Account
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge   
  
  If the charges in question went
  through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we
  would be able to revisit the original request.
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024, I cancelled my membership with Ancestry.com and for six months, they sent me emails about becoming a member. I did not agree to be a member. But on May 20, 2025, they charged my account $225-which I never agreed to.
  
  I want to make sure that there is a record that I didn't ask to be a member of Ancestry.com, I never agreed to the charge and I never want to be charged by Ancestry.com ever again.

  

  Business Response

  Date: 06/10/2025

  Title: *****, Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 10, 2025
  
  RE: ********* **** – 23447866
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Ms. ****’s complaint to us. At Ancestry, we are committed to
  providing excellent customer service and hold our customers’ satisfaction in
  the highest regard.
  
  When a
  member successfully cancels their subscription, they are sent a cancellation
  confirmation notice via email.
  
  Our records
  show that Ms. **** initiated a semi-annual World Explorer subscription on
  September 19, 2023. Additional records show that no cancellations were made
  during that time, and the subscription successfully renewed every six months
  until Ms. **** recently cancelled online on June 10, 2025. Additionally, she
  was sent an email on April 18th reminding her of her upcoming
  renewal in June. The notification also included instructions on how to cancel
  her subscription if she wished to do so.
  
  As a courtesy to Ms. ****, we have issued a refund in the
  amount of $229 back to the account that was originally billed. The confirmation
  number for this transaction is *********. The access to the databases
  associated with this membership has been terminated effective immediately, and
  there will be no future billing from Ancestry. Please note that it can take
  between 3-5 business days for these funds to become available within their
  financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members
  in discovering, preserving, and sharing their family history. If at any time in
  the future they become interested in researching or saving their family
  history, they may continue to use the free services found on Ancestry even now
  after their subscription has ended. 
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ancestry reactivated an old account I had with them. They did so on an email account that was no longer active. After fighting with them for a 1.5 years, they finally refunded a large portion of the charge. I don't know why, but they did not refund the last of the balance which is $84.00. All I am asking is if the last of the balance is refunded to my account.

  

  Business Response

  Date: 06/06/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 6, 2025
  
  RE:
  MEMBERNAME – COMPLAINTID
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms.
  *********** complaint to us. At Ancestry, we are committed to providing
  excellent customer service and hold our customers’ satisfaction in the highest
  regard. 
  
  We apologize for any frustration this situation may have
  caused. Based on the information provided to us, the account linked to the
  email address provided within Ms. *********** complaint has not been charged
  since 2022. She mentions charges of $84 on another account. We have located an
  additional account in her name which included a World Explorer membership being
  charged on a semi-annual basis for $169. Our records show that Ms. *********
  initiated the subscription in question online on July 3, 2023, and therefore
  could have updated the email address to a different one if it was necessary to
  do so. On July 27, 2023, she called our customer support line stating that she
  could not access records on our website. She was informed by our agent that her
  subscription was on the other account that she had initiated.
  
  Most recently, our records show that the phone agent
  assisting her on February 4, 2025, submitted 3 refunds of $169 each. Unfortunately,
  our system only allows refunds which occurred within 13 months of the
  submission of the refund request. Therefore, as the remaining charges occurred
  over 13 months ago, no further refunds are available. In light of these
  circumstances, we are willing to provide Ms. ********* with a complimentary semi-annual
  World Explorer membership (a value of $169) at no cost to her. To take
  advantage of this offer, she may email us at ******************************.
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Ancestry.com and I decided that their price was unreasonable and let it go. Then one day I forgot to turn off my card again and they charged it. I was fine with that, but to prevent any further charges, I cancelled my membership. The moment I did this however, they took away my access, and no service would do this! My bank Chime twice refused to make this right, which I'm working on a second CFPB complaint on them. But I wanted to also do this in tandem.

  

  Business Response

  Date: 06/06/2025

  Title: *****, Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  June 6, 2025
  
  RE: ******* ***** – 23414085
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Mr. ******* complaint to us. At Ancestry, we are committed to
  providing excellent customer service and hold our customers’ satisfaction in
  the highest regard.
  
  We have located the charge in question and have issued a
  refund in the amount of $37.09 back to the account that was originally billed.
  The confirmation number for this transaction is *********. The access to the
  databases associated with this membership has been terminated effective
  immediately, and there will be no future billing from Ancestry. Please note
  that it can take between 3-5 business days for these funds to become available
  within their financial institution, depending on their refund policies and
  procedures.
  
  We always appreciate any opportunity to assist our members
  in discovering, preserving, and sharing their family history. If at any time in
  the future they become interested in researching or saving their family
  history, they may continue to use the free services found on Ancestry even now
  after their subscription has ended. 
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being stalked and harassed on the FindAGrave website. No one will help. I've been a member since 21 December 2024, the day of my Grandmama's funeral. It was keeping me grounded. I met the lunatic on 12 January 2025, and it's been a nightmare ever since. Find A Grave will do nothing to resolve this. It would take me hours to type all this person is doing to me. I've already spent hours typing, screen capturing and emailing support. They have no phone number. And they are not helpful with matters of this sort. I've had it. Myemotionsl state is bad right now due to two back to back losses and this stalker. I need space from the website, so I've transferred my memorials of family and close friends to another family member. I may not be back. The sponsorships were a waste of money for me due to the lack of security provided by admins. I want a full refund. Ancestry has taken enough off of me.

  

  Business Response

  Date: 06/06/2025

  Contact Name and Title: *****, Senior Find a Grave Administrator
  Contact Email: **********************
  
  Date June 6, 2025
  
  Re: Advertisement, Sponsorships, Harassment
  
  To Whom it May Concern,
  
  Thank you for forwarding the customer’s complaint to us. We have
  carefully reviewed this request and have the following response:
  
  As a company, we strive to serve our customers’ best interests. We
  apologize for any inconvenience this situation has caused and appreciate the
  opportunity for resolution. Find a Grave is a community of members that work
  together, share information and help people from all over the world to find,
  record and present final disposition information as a virtual cemetery
  experience.
  
  Cooperating with other members is an
  essential part of the Find a Grave community. When communicating with other members,
  we expect our members to be courteous and respectful and work together to
  resolve any differences they may have regarding information on a memorial page.
  
  Previously, we contacted the member Ms. ******** reported
  to us to remind them of our community rules and ask that they remain polite and
  courteous when communicating with other members. We also reminded them to accept valid edits and refrain from adding
  negative comments.
  
  In addition to this, we have guidelines for transferring
  management and can help when the relationship falls within those guidelines,
  which are these close
  relationships: child, spouse/partner, sibling, parent, grandchild,
  great-grandchild, grandparent, great-grandparent, niece/nephew,
  great-niece/nephew, aunt/uncle, great-aunt/uncle, or first cousin. This would
  include adoptive, step, and in-law versions of these relationships. 
  
  Ms. ******** reported that the reported member would not transfer
  memorials to her. We are unable to help mediate these transfers as the
  relationships she provided are outside of guidelines listed above.
  
  Regarding the refund request, we show that the member has sponsored 54
  memorials. Sponsoring a memorial is a way to honor and recognize the individual
  who passed away and show your support to family members. Once a memorial is
  sponsored, the advertisements are permanently removed. Memorial sponsorships on
  Find a Grave are non-refundable.
  
  Find a Grave continues its mission to
  provide a collaborative community where members can contribute memorials and
  record burial dispositions.
  If you have any questions regarding
  this or any other matters pertaining to Find a Grave, please do not hesitate to
  contact us at **********************.  
  
  Sincerely,
  
  *****
  Senior Customer Solutions
  Associate
  Find a Grave

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: 23396188
  
  
  
  I am rejecting this response because:

  The situation between the stalker and I is not an issue at this point. I mention this recently. She's refrained from attacking on 30 May 2025. I've been super busy and forgot I made this report. I wasn't actually wanting a refund. There were no other options to file the complaint that fit other than the refund option. My issue was the stalking and harassment. The stalker deleted 9 Memorials, some of which she sponsored, and dumped the remaining ones on a member with the screen name of Anonymous, who has over 1 million Memorials in their care, after she made those sponsorships private. She also removed flowers she'd left on most of them. This harassment went on for 4.5 months, during a hard grieving period for me over the loss of two close loved ones, before the woman finally decided to stop on her own. FindAGrave Admins did very little to help with this issue. The Admins I spoke to regarding this were *****, *****, and vaguely to *******. It was mostly *****. Things like this should never happen on a website like this. Never, ever. They got upset with me for asking the stalker to stop harassing me. So they said we couldn't speak to each other again on their site. I respected this decision, however the stalker messaged me several times via the Edit feature. Again nothing was done. At this point I just want to move on. Now they're not picking me about a single I had on my bio. It was removed and I'm leaving it just as ***** had it. Nothing else is needed at this time. And for future reference please ask a different admin to contact me, in place of *****, if possible, if ever someone needs to speak to me, which unless CR starts up again we shouldn't be having any reason to contact. I don't like the condescending attitude, and I'll not reply to this Admin again, but I will follow any and all guidelines and/or rules of FindAGrave. I'm grown. Although I know FG is backlogged and may get a report or two in the future that's no longer relevant to the present. Many don't like when you complain. And they develop negative feeling towards you that hinders the ability to resolve issues you may be having. That should never happen either. Thank you. 

  ****** 

  

  Business Response

  Date: 06/13/2025

  Contact Name and Title: *****, Senior Find a Grave Administrator
  Contact Email: **********************
  
  June 13, 2025
  
  Re: Advertisement, Sponsorships, Harassment
  
  To Whom it May Concern,
  
  Thank you for forwarding the customer’s response to us. We have carefully
  reviewed this request
  and have the following response.
  
  Find a Grave's mission is to find, record and present final disposition
  information from around the
  world as a virtual cemetery experience. Find a Grave is the largest
  collection of burial records
  worldwide and the best resource for finding the resting places of family,
  friends, and famous
  individuals. The Find a Grave Community collaborates in this mission to
  find, record, and present
  final disposition information from around the world as a virtual cemetery
  experience.
  
  We sincerely apologize for any inconvenience this situation has caused and
  appreciate the
  opportunity for resolution.
  
  We encourage you to contact us in the future if you need our assistance.
  We also encourage
  cooperation among our members and staff.
  
  If you have any questions regarding this or any other matters pertaining
  to Find a Grave, please do
  not hesitate to contact us at **********************.
  
  Sincerely,
  
  *****
  Senior Customer Solutions
  Associate

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: 23396188
  
  
  Another Advertisment, and copy and paste response. 

  An apology would've been appreciated throughout the 4.5 months I was being stalked and harassed by your member. I detailed everything that was going on. The issue wasn't the transfer of memorials. It was that the member was creating memorials of my family in an effort to harm me emotionally. I sent in so many complaints via the FindAGrave email Support feature. Very little was done to address the harassment and stalking of me, a new member, going through two losses. Not one of the admins I spoke to, even now, offered condolences on the recent deaths of my family members. Not even now. It's about saving face. I'm happy that I reported this. And I hope that in the future others who are having problems on FindAGrave will also make reports. You have MY family's information, sensitive information, on your website, and you're profiting from it. At the very least, you can keep the website a safe place for your members. Even those of us who are not collectors grabbing fresh obituaries of strangers off the website to get hold stars. You're selling the information I'm putting into Ancestry to my family. Keep your animals from attacking us on your website. That's all I ask. You need a valid phone number, like all others businesses. Not an email system. Had I spoken to someone over the phone during this, I'd have felt better heard. And it would have been easier for everyone. This isn't the first case of this on your website. After I was attacked, I searched the web to see exactly what's been going on in your website, before I ran into the link of the main Ancestry website, and it's a lot of the same thing. Bullying, harassment, stalking, strange behaviours from weird members towards actual family members. I don't have guidelines for when my family line is no longer my family as your website does. Ancestry states we have DNA far exceeding the great grandparents, etc., line. I expected more from a Christian owned company. 

  Thank you for your response, *****, (Senior Find a Grave Admin and Senior Customer Solutions Associate). As I said, the situation at this moment, since 30 May has resolved itself, and hopefully stays that way. 

  
  ****** 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a DNA tool kit, then mailed it back. I never received my results. I called several times to get this resolved. I was supposed to receive a code on it, and never received that. I had no resolution. I paid 50 dollars for it. I am requesting my 50 dollars back, and my results. This is due to the complete inconvenience. Of spending hours on the phone with no resolution. They have no live person to reach at this company. I was waiting for an email I was to receive. That I never received. I would just like this to be resolved in a timely manner. Thank you for your time.

  

  Business Response

  Date: 05/28/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  May 28, 2025
  
  RE: ***** ******** * ********
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms.
  ********** complaint to us. At Ancestry, we are committed to providing
  excellent customer service and hold our customers’ satisfaction in the highest
  regard. 
  
  We apologize for any frustration this situation may have
  caused. Based on the information provided to us, we cannot locate the order Ms.
  ******** references in her complaint. We have located an account linked to the
  email address she provided, but it does not contain an order for a DNA test.
  
  Because of this, we would ask that Ms. ******** please
  contact us at ****************************** with any of the following
  information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge   
  
  If the charges in question went
  through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we
  would be able to revisit the original request.
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  **************.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called a few times and wrote to them on their web site. Still haven't been removed. I won't add another card until the other is removed.

  

  Business Response

  Date: 05/27/2025

  Title:
  *****, Executive Office Response Team
  Contact
  Phone: **************
  Contact
  Email: ******************************
  
  May
  27, 2025
  
  RE:
  ******** ** **** * ********
  
  To
  Whom It May Concern,
  
  Thank
  you for forwarding Ms. ****** complaint to us. At Ancestry®, we are committed
  to providing excellent customer service and hold our customers’ satisfaction in
  the highest regard.  
  
  Our
  records indicate Ms. **** has an active subscription. Because all subscriptions
  automatically renew, the current card cannot be removed from the account until
  another has been added or the subscription has been cancelled.
  
  Members
  can update their payment details through their account settings online at any
  time. Alternatively, members can contact one of our available support avenues
  at any time to receive additional assistance:
  
  **********************************************************
  
  If
  you have any questions regarding this matter, please do not hesitate to contact
  us.
  
  Sincerely,
  
  *****
  Executive
  Response Team
  Ancestry
  
  

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Please reopen the case. I wanted to add that, Ancestry fixed the problem better than ever before.
  
  ******** A ****

  
  Sincerely,
  
  ******** A ****

• Initial Complaint

  Date:05/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did the ancestry online and was charged a fee but got it as a discount because they had a sale going on ..they were taking money from my bank account every month and I thought it came with like a 3 month or more prescription and then after that like anything else you cancel...well I found out the whole time I was being charged a fee monthly and I tried to contact them to get reimbursed and it's also another thing like Amazon I did not sign up for ask for one want so I'm unsure why it's ok for these companies to take money without authorization ...and scam innocent people who are unaware they are doing this and I was only made aware after the fact and do not know how much money they took in total or for how many months but would like this also investigated ...I do not know if I have a correct total and am just putting an estimation because it was about $80 something dollars every month they took I do believe when I questioned the call center but they didn't tell me for how many months or the total ...

  

  Business Response

  Date: 05/20/2025

    Title: *****, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************
  
  May 20, 2025
  
  RE: ****** ******* – ********
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms. *******’ complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.  
  
  We apologize for any confusion this situation may have caused. Depending on the page from which an individual initiates a subscription on our website, they are provided with a variation of the following wording:
  
  “Your subscription will automatically renew based on your chosen subscription method (monthly, biannual, or annually) and your billing method will be charged the then-current price for your chosen subscription (plus taxes, if applicable) unless you’re notified otherwise.”
  
  This is located either above the “Order now” button, or below the “Get started” button, depending on the page. This information is also provided within the order confirmation email that is sent to the individual after their order is completed. They are also provided with instructions on how to cancel their subscription if they choose to do so. Therefore, an individual should be properly aware of the subscription they have initiated.
  
  In this case, we are unable to review Ms. *******’ specific information because we are unable to locate an account linked to the email address she provided within her complaint. Because of this, we would ask that she please contact us at ****************************** with any of the following information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge
  
  If the charges in question went through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we would be able to revisit the original request.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ***************
  
  Sincerely, 
  
  *****
  Executive Response Team
  Ancestry
  

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******